The Triangle of Excellence in Customer-Centric Hotel Management

When we speak of excellence, it can sometimes seem that we are referring to an abstract term, more an ideal than something tangible. This should not be the case. Excellence entails the pursuit of perfection, the aspiration to a permanent state of quality. Since this state is indeed ideal, we must understand excellence as a journey, a process of continuous improvement. However, this excellence rests on three fundamental elements that we will explore in subsequent articles: quality, the employee and the guest. We will provide an overview of each.   Quality is the management objective, the assumed ideal state that the hotel must reach after developing excellence. The employee is the manager who uses the tools provided by the hotel to implement that quality. The guest fulfils a dual role: on the one hand, they are the ultimate objective of quality and, on the other, they help create it by defining it and enabling its development through their interaction with the employee. It should be borne in mind that excellence above all involves management and the development of appropriate processes, and that this development requires a series of stakeholders and strategies to achieve the right outcome. Quality, the employee and the guest make it possible for this development to encompass all the elements required. In subsequent articles, we will discuss each of these elements and their importance.